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We are hiring!! Join our team!

Customer Contact Centre Supervisor

We are seeking a dynamic and results-driven Customer Contact Center Supervisor to oversee the daily operations of our Contact Center team. The role is responsible for managing, coaching, and motivating Customer Contact Center Agents to deliver outstanding service and support across all communication channels. The Supervisor will ensure that customer inquiries are handled efficiently, service standards are met, and performance targets are achieved.

The ideal candidate will combine strong leadership skills with a passion for customer care, the ability to resolve escalated issues, and the drive to continuously improve processes, team productivity, and customer satisfaction.

If you wish to join us and you believe that you are a suitable candidate based on the requirements below, submit your application at the latest by Sunday, 19 October 2025.

Main Duties and Responsibilities:

• Lead the contact center team’s daily operations, ensuring smooth and efficient operations while maintaining service standards
• Provide immediate assistance to agents during live calls to help resolve complex customer issues or technical challenges
• Continuously monitor agent performance ensuring adherence to KPIs.
• Handle customer complaints and escalations that cannot be resolved by frontline agents, ensuring prompt and satisfactory resolution.
• Troubleshoot operational challenges such as system outages, call volume spikes, or other disruptions, and coordinate with relevant departments to resolve them quickly.
• Prepare reports, documenting performance metrics, key issues, and any escalations handled
• Ensure that agents adhere to airline policies, procedures, and regulatory standards during their shifts
• Actively engage with agents, fostering a positive and productive work environment, and addressing any morale or motivation issues.
• Make critical decisions in real-time to address urgent issues such as flight disruptions, delays, or customer emergencies, ensuring minimal impact on operations.
• Manage shift schedules and roster preparation ensuring appropriate coverage to handle call flow .
• Deputize in the absence of Contact Centre Manager

Qualifications & Experience:

• Experience in a contact centre environment, with at least 3 in the Aviation industry.
• Strong leadership skills and ability to manage a team in a fast-paced environment.
• Excellent problem-solving and decision-making abilities under pressure.
• Knowledge of airline systems, processes, and customer service standards
• Proficiency with Amadeus, CRM software and sales management tools.
• Very good verbal and written communication skills in Greek and English.
• Computer skills
• Strong team working ability
• EU citizenship is a must

Benefits:

• Staff Travel Tickets: Eligible Employees are entitled to staff travel tickets in accordance with company policy. 
• Medical Scheme: Employees are provided access to a medical coverage plan, ensuring healthcare support for themselves & their dependents
• Professional Development: Support for career growth through training programs, and learning opportunities aligned with their role & development goals.
• Other Benefits: Access to employee discounts program, promoting well-being & work-life balance

To apply:

Through our website www.cyprusairways.com or send your CV to careers@cyprusairways.com with reference number CY15351 - Customer Contact Centre Supervisor

Only short-listed candidates will be invited for an interview.  

Areed

We are hiring!  Join our team!

Customer Contact Centre Agent

We are seeking enthusiastic and customer-oriented individual to join our team as Customer Contact Center Agent. In this role, you will be the first point of contact for our customers, providing exceptional service and support through phone, email, and digital communication channels. You will handle inquiries, resolve issues efficiently, and ensure that every customer interaction reflects our company’s values of professionalism, care, and reliability.

If you wish to join us and you believe that you are a suitable candidate based on the requirements below, submit your application at the latest by Sunday, 19 October 2025. On the job training will be provided.

Main Duties and Responsibilities:

• Respond to customers’ queries with the aim of a first-time resolution and within the agreed response time
• Perform ticketing and reservation transactions and other related duties
• Manage and resolve customer complaints
• Follow up customer calls where necessary
• Route calls to an appropriate resource
• Ensure the best customer service experience is given to all customers
• Promote the products and services of the airline
• Handle customers across different platforms, including Telephony, Social Media, Website and Email
• Achieve set KPIs whilst maintaining excellent quality
• Upsell products and services to customers
• Place outbound calls to customers to promote new products and services
• Ensure call records are properly stored and organized in a call centre database
• Oversee the timely management of outgoing calls

Qualifications:

• A minimum of 1 year of experience in either the Aviation Industry,  Call Centre or other Customer Service-related field will be considered an advantage
• College / University degree will be considered an advantage
• Airline reservation system or any GDS knowledge will be considered an advantage
• Very good verbal and written communication skills in Greek and English. Knowledge of Russian, French and Italian languages will be considered an advantage
• Excellent customer service skills 
• Computer skills
• Strong team working ability
• Willingness and flexibility to work on a shift basis
• EU citizenship is a must

Benefits:

• Staff Travel Tickets: Eligible Employees are entitled to staff travel tickets in accordance with company policy. 
• Medical Scheme: Employees are provided access to a medical coverage plan, ensuring healthcare support for themselves & their dependents
• Professional Development: Support for career growth through training programs, and learning opportunities aligned with their role & development goals.
• Other Benefits: Access to employee discounts program, promoting well-being & work-life balance

To apply:

Through our website www.cyprusairways.com or send your CV to careers@cyprusairways.com with reference number CY15335-Customer Contact Centre Agent. 

Only short-listed candidates will be invited for an interview.  

Areed

We are hiring!! Join our team!

Airport Ticketing Agent 

Cyprus Airways, a leading airline committed to delivering unparalleled travel experiences, is actively seeking dynamic and ambitious candidates to become part of our Ticketing Office at Larnaca International Airport.

As an Airport Ticketing Agent, you will play a pivotal role in ensuring the seamless execution of administrative tasks and delivering top-notch services to our esteemed customers.

If you wish to join us and you believe that you are a suitable candidate based on the requirements below, submit your application at the latest by Sunday, 19 October 2025. On the job training will be provided.

Primary Accountabilities

Customer Service Excellence:

• Respond promptly and professionally to all customer queries, ensuring a positive customer experience.
• Provide accurate and helpful information, demonstrating a commitment to exceeding customer expectations.

Efficient Ticketing Operations:

• Process ticket bookings with precision, adhering to Cyprus Airways and Partners policies and ensuring a seamless transaction process.
• Showcase flexibility and adept problem-solving skills when assisting customers with changes to their bookings.

Flight Information Expertise:

• Offer detailed and up-to-date information on flight schedules, services, and relevant travel details to enhance passenger satisfaction.

Sales Performance:

• Achieve and surpass monthly sales targets by actively promoting additional services and upselling opportunities.

• Generate comprehensive reports on ticket sales, contributing to the overall analysis of performance and identifying areas for improvement.

Handling Passengers:

• Demonstrate exceptional interpersonal skills in dealing with challenging passengers.

• Employ effective conflict resolution techniques to ensure a positive resolution to customer issues.

Complaint Resolution:

• Skilfully handle customer complaints, addressing concerns with empathy and finding suitable resolutions.

• Report recurring issues for process improvement and contribute to enhancing overall customer satisfaction.

Skills

Customer-Centric Focus:

• Demonstrate a persistent commitment to meeting and exceeding customer expectations.

Communication Skills:

• Possess outstanding verbal and written communication skills, including effective negotiation techniques.

Proactive and Results-Oriented:

• Exhibit a proactive and results-oriented approach to tasks and challenges.

Pressure Management:

• Flourish in a fast-paced environment, maintaining composure while delivering high-quality service under pressure.

Multi-Tasking:

• Effectively manage multiple tasks and priorities simultaneously.

Team Collaboration:

• Collaborate seamlessly with team members to ensure a cohesive and efficient work environment.

Requirements

Experience:

• Previous aviation experience of at least 2 to3  years in a similar position.

Language Skills:

• Strong command of spoken and written Greek and English. Knowledge of other languages will be considered an advantage.

Technical Proficiency:

• Proficient in using computer systems and standard office software.

• Knowledge of Amadeus Reservation platform or similar will be considered an advantage.

Flexibility:

• Flexibility to work on a rotating shift schedule, including weekends and holidays.

Benefits:

• Staff Travel Tickets: Eligible Employees are entitled to staff travel tickets in accordance with company policy. 
• Medical Scheme: Employees are provided access to a medical coverage plan, ensuring healthcare support for themselves & their dependents
• Professional Development: Support for career growth through training programs, and learning opportunities aligned with their role & development goals.
• Other Benefits: Access to employee discounts program, promoting well-being & work-life balance

To apply:

Through our website www.cyprusairways.com or send your CV to careers@cyprusairways.com with reference number CY12114-Airport Ticketing Agent. 

Only short-listed candidates will be invited for an interview.